Overview
In this role you will lead the frontline IT service team at InterSystems Windsor, ensuring excellent service and SLA adherence. You will guide Tier 1 staff, develop structured development paths, and foster a collaborative, growth-oriented culture. You will coordinate with Tier 2 and other teams to plan and roll out new technologies and process improvements, and ensure smooth post-implementation support. You will drive quality assurance and knowledge management to deliver a strong, customer-first end-user experience. This role supports InterSystems’ mission by enabling reliable IT operations and scalable technology adoption.
Responsibilities
- Lead, coach and develop Tier 1 staff with training and assignments for progression
- Oversee daily service desk operations to meet SLAs and ensure prompt resolution
- Coordinate project planning and resource allocation between Tier 1 and Tier 2 teams for technology initiatives
- Implement QA processes, ticket audits and satisfaction surveys to sustain service quality
- Oversee knowledge base creation and maintenance; leverage metrics to drive improvements
- Partner with Tier 2 to capture lessons learned and inform future technology decisions
Key requirements
- Strong leadership and staff development skills
- Excellent interpersonal and communication abilities
- Strategic thinker balancing operational needs with team growth
- Proficient in project management principles and service delivery best practices
- Customer-focused mindset with commitment to service excellence
- leadership
- coaching
- communication
- project management principles
- service delivery best practices
- quality assurance processes
Manager, Technical Services Frontline in Windsor employer: Intersystems
InterSystems is an exceptional employer for an ICT Applications Specialist, offering a dynamic work culture that prioritises continuous improvement and employee development. With a focus on healthcare technology, employees benefit from engaging in meaningful projects that directly impact patient care, while also enjoying opportunities for professional growth through training and collaboration with diverse teams across the globe. The company's commitment to innovation and excellence, combined with its supportive environment, makes it an attractive place for those looking to make a difference in the healthcare sector.
